Bring on wonderful careers.

We're on a mission to bring new and uplifting experiences to our guests, transforming flying from simply 'nice', to something wonderful.

Like any good mission, this one starts with our people.

Which is why we encourage our team to embody the fun, laid back, authentic spirit we've become famous for. Because when they're free to be themselves, they're better able to own their personal responsibilities and go the extra mile to help our guests.

Job Overview

  • Work type:


  • Location:

    Brisbane, Melbourne, Sydney

  • Job type:

    Customer Experience & Product, Data & Analytics

  • Applications close:

    AUS Eastern Standard Time

Insights Specialist

Hello. We’re Velocity Frequent Flyer, one of Australia’s largest loyalty programs. With more than 11 million members (and counting!), we live and breathe travel, and we love sharing our passion for memorable experiences with our members.

Imagine being immersed in a world where every day is an adventure, where you have the power to turn dreams into reality. Where you’re a part of a team that’s rewriting the rules for how loyalty programs work and what they can bring to members. That’s the journey you’ll be on in our team. Enabling members to redeem their points fast for breathtaking getaways, financial benefits, shopping experiences and a whole lot more. All the while benefiting from a role that is part of the Virgin Australia Group, with all the exciting perks, support and opportunity available to our team members.

What you’ll be doing:

The Customer Insights Specialist role is to consult with leaders across the Group to drive customer first decision making and design solutions and capabilities to achieve this, whilst continuously delivering high quality customer, member and competitor insights and intelligence across both Velocity Frequent Flyer and Virgin Australia airlines Product and Service Development, Marketing and Brand. The role can be Sydney or Brisbane based. This is a maternity leave contract initially for a period of 9 months with a possible extension.

The role will support the business to meet strategic and tactical outcomes through the design of Customer Insight programs and delivery of sophisticated insights, analysis and reporting.

The Customer Insights Specialist is a key business contact for running the day to day operation of the customer experience software platform (Qualtrics), including the design of new insights programs, surveys, analysis, dashboards and stakeholder reporting of data.

You’ll be great in this role if you:

  • 5+ years’ experience in an analytically orientated work environment
  • Experience working with market research and CX platform vendors, including creating briefs, crafting reports and preparing presentations
  • Experience with customer research platforms, tools and privacy processes
  • Proven record managing budgets and optimising delivery of outputs within constraints
  • Internal stakeholder engagement and experiencing influencing at a senior level
  • Operating with a level of autonomy, structuring and prioritising work effectively during periods of conflicting and changing demands
  • Understanding of quantitative and qualitative research skills
  • Demonstrated ability to build strong internal and external relationships
  • Strong numeric, written and verbal communication and presentation skills,
  • Ability to influence multiple stakeholders across a large corporate
  • Flexible, responsive and can handle pressure

Wha you’ll get from us:

We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):

  • Heavily discounted air travel for you and your loved ones (including $1000 worth of travel credits per year)
  • Flexible working arrangements (including work hours and work from home)
  • Discounts on travel insurance, car hire, accommodation and experiences worldwide
  • Discounted Virgin Australia Lounge membership
  • Hospitality, retail, technology, beauty services and wellness discounts
  • Wellness support, including the Converge digital wellbeing platform
  • A comprehensive Employee Assistance Program, which offers confidential coaching and support from qualified professionals for all aspects of life – physical, mental, social and financial
  • Dress for Your Day – enjoy the freedom to wear whatever is appropriate for the type of work you do and the day you have ahead of you

Equality rules:

We’re all individuals. We love that. That’s why we encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, our friends in the LGBTQI+ community, and anyone else who wants to join our family.

Ready to apply? We’re ready to hear from you. Apply now.

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